Which metric best indicates whether queries are answered promptly?

• A. Denial Rate
• B. Bar Chart
• C. Query Response Rate
• D. Escalation Policy

Answer: (C)

Measuring how quickly queries are answered is best captured by the Query Response Rate. This metric shows how many queries are answered within a defined target time, giving a direct read on promptness. You calculate it by dividing the number of queries answered within the target timeframe by the total number of queries, then multiplying by 100 to get a percentage. A high rate means most queries are resolved quickly and service levels are being met; a low rate signals delays and room for process improvements or staffing adjustments. While helpful, this metric focuses on speed and not the quality of the answers, so it’s best interpreted alongside other measures like customer satisfaction. The other options don’t track speed: Denial Rate measures how often queries are rejected, not how fast they’re answered; a Bar Chart is just a way to present data rather than a metric; an Escalation Policy outlines procedures for handling tough cases, not the responsiveness of answers.